Verizon Wireless Makes Customer Pledge
New Worry Free GuaranteeSM Solidifies Commitment to
Superior Customer Service
May 7, 2001
Verizon Wireless, the nation's largest wireless carrier, plans to set a new customer service industry standard -- a money back guarantee on all wireless equipment and the option of changing plans if customers are not satisfied, without paying penalties or fees. Beginning today, Verizon Wireless will offer customers a Worry Free GuaranteeSM that aims to earn customers' loyalty in the highly competitive wireless business.
The Worry Free GuaranteeSM, which underscores Verizon Wireless' commitment, assures customers that they will get:
- The most advanced service on the largest wireless network in the United States.
The Verizon Wireless network covers 49 of the top 50 U.S. markets and 96 of the top 100 markets. The company invested $4 billion in network upgrades and enhancements in 2000 and plans to spend even more in 2001 to ensure its customers enjoy superior call quality from virtually anywhere.
- The option to change to any qualifying price plan or airtime promotion at any time.
As customers' calling needs change, Verizon Wireless promises to change with them, giving each customer the flexibility to switch plans without hassle and without extra fees.* At its Online Store (www.verizonwireless.com), Verizon Wireless customers can evaluate their current plan with the new five-step Guide to Customize Your Verizon Wireless Service. This interactive tool helps customers make the smartest decisions for their wireless communication needs. *Customers will still need to meet the terms of their chosen plan. A change may require new equipment.
- If a customer ever has a problem, it becomes Verizon Wireless' problem with the first phone call.
Customer service is available 24 hours a day, 7 days a week by calling (888) 466-4646 or *611 from a wireless phone. Verizon Wireless customer care representatives are professionals who are trained to help customers with any problem they may have with their wireless service or equipment.
- Subscribers will get a free phone every two years with New Every Two.SM
New Every TwoSM is a nationwide plan that upgrades the customer's wireless phone for free every two years. Customers who sign up for a new two-year digital wireless service plan of $35 or more monthly access will get a free handset upgrade or up to a $100 credit towards the purchase of a new handset when they renew their service agreement. Customers pay nothing to participate.
- Guaranteed satisfaction on any equipment purchased from Verizon Wireless.
Verizon Wireless provides a 15-day satisfaction guarantee on any product customers purchase. Customers may return the equipment and pay only for the service they've used. Whether customers want an affordable phone they plan to use for emergencies only or for those who need an advanced handset with several capabilities from mobile Internet access to text messaging, Verizon Wireless will stand behind the equipment it sells.
"We have always been committed to offering products and services that are simple, national and affordable, supported by industry-leading customer service," said John Stratton, vice president and chief marketing officer for Verizon Wireless. "This Worry Free Guarantee takes this commitment a step further by taking full responsibility for a customer whose needs have changed or whose service and equipment has not met their full expectations. Our goal is for all our customers to be customers for life."
About Verizon Wireless
Verizon Wireless is the largest wireless communications provider in the U.S. with more than 27 million wireless voice and data customers. The coast-to-coast wireless provider was formed by the combination of the U.S. wireless businesses of Verizon Communications (NYSE:VZ) and Vodafone (NYSE and LSE: VOD), including Bell Atlantic Mobile, AirTouch Cellular, GTE Wireless and PrimeCo Personal Communications. Verizon Wireless has a footprint covering more than 90 percent of the U.S. population, 49 of the top 50 and 96 of the top 100 U.S. markets. The company, headquartered in Bedminster, NJ, is 40,000 employees strong. Reporters and editors can find more information about the company on the Web at http://www.verizonwireless.com.